Samples represents that of an actual working technical professional found on the WEB and modified to protect the privacy of these professionals. Human names, company names, colleges, software product names are intentionally made up.

 

TECHNICAL SUPPORT

 

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PROFILE

• Microsoft MCSE Certified ID# 123456
• Microsoft MCP + Internet Certified ID# 123456
• Advanced TCP/IP and NT Routing skills
• NT Server, Win2K Server, XP, Win9X, DOS, Unix, OS/2, Novell, Solaris, AIX, HP-UX
• HP Openview NNM and Castle Rock SNMP manager
• Microsoft Office software, Visio, SNA Server, SQL 7, IIS, IE, SMS, SNA Server
• IBM QSeries Messaging Middleware Software, IBM ADSM and Tivoli Storage Manager
• Unix Solaris 2.6 - 2.8, AIX4.3.3, HP-UX 10.2 and 11.0
• Proficient in the installation and troubleshooting the major LAN transports such as TCP/IP and SNMP, IPX/SPX and Netbios
• IBM MVS, VM, TPF, VTAM, SNA

• Storage Area Networking equipment; Fibre Channel, FICON, ESCON, SCSI RAID, SRDF, IBM Channel Extension.
• Intel, WinTel, Compaq, RS6000, SUN, IBM and HP Server hardware and peripherals, Dell Server certified.
• LAN/WAN ATM, Ethernet, Switches, Cisco Routers, Hubs, Bridges, CSU/DSU, Firewalls, Routers, Bridges, Host Gateways, Channel Extenders, Protocol Converters, Hubs, Switches, cabling, NICs, and associated software and diagnostic tools; WAN Networking elements such as transmission devices CSU/DSUs, Modems, Multiplexers, etc., circuits T1s, Frame-Relay, ISDN, etc., cabling conventions, and associated diagnostic tools.
• Products to connect Open Systems equipment to IBM Mainframes via SNA, TCP/IP and 3490.
• Test equipment: LAN Sniffers, Logic analyzers, scopes, OTDR, Optical meters and power sources, ESCON Analyzers, Fibre Channel analyzers, SCSI analyzers, communication equipment.
• Optical Dense Wave Division Multiplexors DWDM.

• Provided Project Management with strict deadlines and tight budgets, while balancing resources, for LAN, SAN and Application Integration projects.
• Initiated, evaluated, and cost justified proposals to enhance business and presented to top management
• Provided Pre-Sales and Post-Sales technical consulting for customers and company sales people
• Supervised, and provided technical back up, for a team of twelve
• Work with Customers, Vendors, and staff to produce Network designs. This involves detailing Network requirements and Equipment to implement different designs, producing network design documents such as drawings and recommendations for a particular approach, and the presentation of same to technical staff and management.
• Responsible for administration, hiring, technical training, mentoring, and team building.
• Formulated and implemented the roll out of an IBM MQSeries middleware product
• Designed and Implemented the support infrastructure of an optical DWDM product line
• Conceptualized, developed, and implemented support for Storage Area Networking product lines.
• Managed OEM vendors on the service side of business, and evaluated contracts.
• Nurtured project team development in the area of Open Systems LAN/WAN interoperability
• Coordinated and wrote appropriate system test plans, and conducted the testing and implementation.
• Applied for a patent as part of a group of three peers. It was Dynamic DNS for System Redundancy in a TCP/IP environment. Contributed to Corporate intellectual property.

• Provided world wide Technical Support for company and OEM products on a 24/7 basis.
• Specialized in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, Open System to Mainframe connectivity products.
• Set up and maintained a laboratory to simulate and reproduce customer problems.
• Contributed to technical documentation, and produced technical memos for released products.
• Trained System Engineers, Field Engineers and Customers
• Traveled in the USA, Europe and Asia Pacific to troubleshoot product problems.
• Maintained excellent working relationships with customers, field service, sales and marketing people.
• Well versed in all major OS s and Mainframe operations. Worked with Test equipment such as LAN Sniffers, Logic analyzer s, Scopes, OTDR, other optical equipment, and software diagnostics.

• Worked in a product verification computer lab, testing company products and simulating real world scenarios.
• Mainly involved in Open Systems SAN, Client/Server Enterprise Application Integration, LAN implementations, and Open System to Mainframe connectivity products.
• Controlled product releases while working with hardware and software engineers.
• Produced technical documentation for customers and customer service.
• Provided group leadership on many projects. Trained on most OS s including NT, AIX, HP-UX, Solaris, OS/2, Win9X, DOS, Unix, MVS, VTAM, VM, Novell.
• Tested most LAN topologies including TCP/IP, IPX/SPX, and NETBIOS.

• Worked with a team of hardware and software engineers on IBM channel switching products and Data Communication products.
• Product design, prototype debugging, and on-site customer introduction of early product.

• Dense Wave Division Multiplexors DWDM Including Sorrento and Adva products.
• Fiber Channel WAN FC over ATM ADVA
• Fiber channel DASD LSI, EMC Clarion
• XEON PC, Pentium PC, Pentium Pro PC, Pentium II PC, Pentium III, Pentium IV, 486 PC, Laptop PC s, Printers, Scanners, Tape backup, and all related peripherals. Proficient in installing, diagnosing, upgrading and repairing all PC related hardware.
• RAID hardware including Fiber channel and SCSI, Fiber Channel HBA s, Fiber Channel Switches, Fiber Channel RAID Arrays. Knowledge of Dell PERC and Mylex SCSI Raid controllers.
• SCSI HBA s including Adaptec, Symbios and others, Compaq DLT Tape libraries, SCALAR 1000 robotic library.
• Fiber Channel HBA s including JNI, Qlogic and Emulux
• Hubs and switches for Ethernet, Fast Ethernet, Gigabit Ethernet, Token Ring, Fiber Channel.
• Network Hardware: Ethernet, Fast Ethernet, Gigabit Ethernet, Token Ring 4\16, FDDI, ESCON, and ATM. Hubs, Gateways, Bridges, Routers. An expert on installing and troubleshooting.
• Communication equipment: Modems, ISDN, T1, and T3
• Mainframe Peripherals: 3174 Terminal Controller SNA and non SNA, 3745 FEP, 3172 LAN Gateway, Fiber Directors, Channel Switches, Fiber and Bus/Tag extension hardware.
• Test equipment: LAN Sniffers Network Associates and NT Network Monitor , Logic analyzers, scopes, T1 and T3 testers, Cable testers, Breakout boxes, ESCON Analyzers.
• Wave Division Multiplexing WDM and DWDM equipment from Sorrento and Adva.
• SCSI Extension equipment from South Seas and Crossroads.
• EMC Clarion and LSI Fiber Channel SAN Storage units.
• Escon PCI products to connect Open Systems equipment to IBM Mainframes via SNA and TCP/IP.
• Working knowledge of SNA Networking elements, include FEPs, 3X74 controllers, and VTAM/NCP

• NT Server skills include: Installing and upgrading, Print server installation, Configuring TCP/IP, NETBIOS and IPX/SPX. Configuring NT desktop, Configuring NT server, Configuring network clients, Configuring DHCP/WINS, Network security, DNS, RAS, System backup and restores, Performance monitoring, Optimizing server performance, Create Domains and Workgroups, Create new user accounts, Registry troubleshooting.
• Proficient in the following Software applications: Microsoft Office, Microsoft SNA Server, Microsoft SMS Server, MS Access, MS IIS, MS Excel, MS Word, MS SQL Server, McAfee anti virus, Norton Utilities, Norton Anti Virus, Desqview, CC: Mail, PC Tools, Carbon Copy, Rumba, Attachmate, Netmanage, Various other 3270 emulators, Procomm Plus, QEMM, Netware SAA, IBM Communication Manager.
• MS IIS 4.0 Administrator ability this was one of my MCSE electives
• MS TCP/IP this was one of my MCSE electives
• MS SQL 7.0 Administrator ability
• IBM Q Series Messaging Software Trained for system administration. Worked a major product line that incorporated MQ Series.
• IBM ADSM and Tivoli Storage Manager
• Arcserve 6.61 for NT Server
• Solaris 2.6 - 2.8 Hands on installation and package adding.

• Extensive knowledge of speciality transmission devices such as Firewalls, Routers, FRADs, Bridges, Host Gateways, Channel Extenders, and Protocol Converters.
• Extensive knowledge of LAN Equipment, including Hubs, Switches, cabling, NICs, and associated software and diagnostic tools.
• Extensive knowledge of WAN Networking elements such as transmission devices CSU/DSUs, Modems, Multiplexers, etc. , circuits T1s, Frame-Relay, ISDN, sub-rates, etc. , cabling conventions, and associated diagnostic tools.
• Working knowledge of SNA Networking elements, include FEPs, 3X74 controllers, and VTAM/NCP
• Working knowledge of a variety of PC software office tools, including word processors, spreadsheets, and drawing tools.
• Results oriented, strong analytical skills, strong communication and negotiation skills, college degree in Business administration, college degree in engineering, vendor evaluation skills, able to interact across a varied audience.

Up

OBJECTIVE

• Management
• supervision
• delegation
• project management
• help desk
• networking
• server support
• desktop support
• service level agreements
• rollouts and migrations
• vendor management
• budgets
• recruiting
• workflow
• planning
• presentations
• presales
• training
• technical writing
• imaging
• performance evaluations
• vendor management
• goal setting
• Six Sigma

• Microsoft Windows XP
• Windows 2000
• Windows NT
• Windows 95/98
• Windows 3.x
• MS Office
• MS Back Office
• Citrix Metaframe
• TCP/IP
• PC
• Macintosh
• MS Project
• Act 2000
• Web collaboration tools
• Ethernet
• Tokenring
• ThinkPad
• multi-functional network devices

• College of Automation, Atlanta, GA
• 6/1989 Undergraduate degree in computer science and business. 3.8/4.0 GPA
  

• American Management Association
• Project Management Institute
• Career Builder Network

Up

OBJECTIVE

• Provide consulting services on all Technical Support issues
• Recommend and implement complete Technical Support solutions
• Created, staffed, trained and managed a Technical Support/Customer Service department for an Internet startup company.

• Managed Technical Support/Internal Consulting function and provided 3rd level support
• Administered Netware 4.11 server with users running Windows 95/98/NT 4.0
• Participated in the integration of 2 Wide Area Networks and E-Mail systems
• Recommended and implemented corporate technology standards
• Maintained security and access control for data stored on systems
• Direct responsibility for managing IT operations for the NY Internet Solutions office
• Responsibilities included planning, managing and implementing the Corporate IT strategy within this area, budgetary control, Backup, Security, Multimedia services, Telecom system and Facilities

• Managed Technical Support and Internal Consulting function
• Recommended and implemented corporate technology standards
• Administered Netware 3.12/4.x servers with users running Windows 3.x/95/NT
• Provided 2nd and 3rd level support
• Managed multi-media facilities
• Maintained vendor relationships nationally to ensure quality service on a timely basis
• Assisted branch managers in planning for, budgeting and implementing new technology

• Recommended and implemented complete desktop solutions
• Installed PC/LAN hardware, software and peripherals
• Initiated, trained and supported migration to Windows 3.1/95/NT environments
• Created and managed a Training and Development program
• Strategic Planning/Technology advisor for future MIS direction
• Managed projects through full life cycle

• Implemented and managed a PC Technical Support/Internal Consulting group
• Created and implemented a complete four-phase PC Technical Support program
• Designed, installed and maintained Local Area Networks
• Selected vendors and negotiated contracts
• Implemented a company wide PC training and development program
• Set standards for PC hardware, software and peripherals
• Planned and implemented a relocation of all PCs to a new corporate center

• A computer professional with experience in total system implementation and support. Strong organizational and interpersonal skills are combined with a commitment to contribute towards an efficient work environment.
• Results oriented, motivating manager, with highly developed skills in computer systems technical support and analysis. Strong points include systems management and administration, training and development
• Proactive and detail oriented individual who works well under pressure
• Excellent communication skills, both verbal and written. Able to deal effectively with individuals at all levels
• Successfully initiated and developed comprehensive Technical Support environments both internally and on a consulting basis
• Has written multiple articles that defined and specified the full scope of Technical Support, including a 9 Point Implementation Plan and a Guide to Effective IT Management
• Ability to align IT strategies with corporate objectives

• Microcomputer Managers Association MMA
  former Member of the Executive Board of Directors
• Published articles on PC Technical Support
• Beta tester for: Microsoft, Mijenix Corporation, OnTrack Data International, Enfish Technologies, Wildfile Corporation, iSBiSTER International, Inc., Central Point Software, Computer Support Corporation

Up

OBJECTIVE

• Identify, troubleshoot, and analyze computer related issues. Determine appropriate course of action, and conduct repairs, modifications, and upgrade internal components and peripherals as needed.
• Format hard drives; Determine appropriate file system FAT, FAT32, NTFS Install and configure Operating Systems, patches and upgrades, including Windows 2000 Professional and Server, Windows 95/98/ME, Windows NT 4.0, Windows 3.1, and MS/DOS.
• Install and configure software applications, telnet connections, and electronic mail. Train and assist 30 internal end users in the proper use and procedures.
• Install Network Interface Cards NIC s . Setup bindings, IP addresses, WINS, and DNS configurations. Operate, and maintain Local Area Network LAN connectivity using TCP/IP protocol.
• Service and Maintain microcomputer systems, including inspect, clean, test, run scandisk, defragment hard drives, and update antiviral programs to maintain performance and security.
• Support acquisition, operational and disposal phases throughout Program life cycles.

• Provide customer service and support within Office, Industrial, and Military Environments, receiving and analyzing trouble reports from external users.
• Investigate and find quick resolutions to problems and issues associated with computer support and electronic technology within the high tech industry.
• Initiate, plan, track and implement modification/repair projects to ensure time critical readiness of fielded systems. Use excellent communication skills to monitor and coordinate projects with diverse divisional leaders on a technical and non-technical level.
• Act as team facilitator, to coordinate meetings with project team members. Provide technical project reports and briefings to key administrative personnel.
• Read and analyze technical specifications, schematics, illustrated parts breakdowns, and Operations and Maintenance procedures to research and select sources to replace obsolete components with suitable form, fit, and function substitutes to support the overhaul and operation of systems.

• Research various legacy Depot Maintenance Database Systems to develop process relating information from disparate systems, and forecast division workload vs. manpower requirements.
• Maintains Workload Database, routine data entry, extract and analyze data.
• Generate key reports, provide information support, analysis, and develop graphic presentations for briefings at Branch, Division, and Pentagon levels.

• Streamlined equipment accounts to track, monitor, and maintain computer inventory with 375,000 in assets in a continuously evolving environment. Maintain 96 client side workstations, servers, and peripheral devices.
• Lead project to draw down 500 line item computer equipment account during workload transition to new duty station. Track equipment, remove sensitive data, demilitarize hardware, and prepare shipping documents, closing equipment accounts prior to accelerated deadline.

• Manufacture, configure, and test analog and digital signal conditioning sensors and equipment.
• Install and integrate turn-key systems at remote facilities, calibrate, and train receiving personnel in operations and maintenance of equipment.

• Revise and Edit Operations and Maintenance Technical Manuals to maintain accuracy and currency of technical procedures for three major Equipment programs.

• Stepped in as Facilities Engineer to spearhead project to relocate office of 25 employees. Design and draft a new facility layout, limited by using only existing office partitions and furniture. Plan layout of workstation locations and LAN cabling. Coordinate teardown, move, and install of office partitions, desks, and equipment. Install PC workstations, LAN cabling and setup network connectivity.

• Develop cost estimates for manufacturing Electronic and Mechanical spare parts. Evaluates learning curves, tool handling, expected personal fatigue, work delays, wages, material costs, overhead, profit margins and special requirements.
• As Lead Technician, assign workload to coworkers, review work to assure accuracy, develop division reports and correspondence to outside customers, enter and track projects in workload database.
• Provide key technical support during contract negotiation.

• Windows 2000 Professional and Advanced Server
• Windows 95/98/ME
• Windows NT 4.0
• MS-DOS

• IBM PC/Clones
• All internal PC components
• Impact/Inkjet/Laser Printers
• Scanners

• Microsoft Office Suite
• Word, Excel, Access, and PowerPoint
• Visio
• SAP R/3
• CA/Data query

• Windows 2000
• Windows NT 4.0
• Ethernet
• TCP/IP

• 2001 - 2002 Digital Enterprises, Sacramento, CA
  Contract Computer Support and Training
• 1995 - 2000 Range Threat Systems Division, SouthWest AFB
  Equipment Specialist/Computer Support Specialist/Equipment Custodian
• 1991 - 1995 Space & C3I Business Office, SouthWest AFB
  Workload Database Administrator
• 1985 - 1991 Competition Advocate Directorate, SouthWest AFB
  Industrial Specialist / Archive Database Administrator / Cost - Price Analyst
• 1983 - 1985 Radar System Automated Test Branch, SouthWest AFB
  Electronic Engineering Technician, Prototype Shop
• 1980 - 1983 Best Solutions, Inc., Glendale, CA
  Electronic Engineering Technician / Field Service Engineer
• 1972 - 1976 U.S. Air Force, Darren AFB, MT
  Missile Systems Analyst Specialist

Up

OBJECTIVE

• Research-Interpret Customer Requirements MS Office 2000 Hewlett Packard
• Develop Presentations PeopleSoft HRMS COMPAQ
• Build-Lead Cross-Functional Teams Lotus Notes Dell
• Problem Anticipation-Resolution WEB Browsers Macintosh
• Technical Support Remedy TCP/IP
• Project Management Windows 95, 98, NT4, Win2K, XP

• Led cross-functional technical team that developed complex presentation to major customer resulting in an initial sale of 1.3M office automation integration solution.
• Researched unique customer requirements, created inter-disciplinary teams, and presented demonstrations of integrated systems. Consistently exceeded customer budgetary expectations, helped generate sales revenue, and promoted brand loyalty.
• Recruited to build and lead a technical support team, which proactively identifies and recommends corrections to network and software issues prior to end user delivery. Develop user alerts, network status recordings, and email notifications that reduce customer assistance requirements.

• Provides second-level support for all PA employees utilizing Crystal Reports and PeopleSoft HRMS to troubleshoot end-user issues.
• Reviews, distributes, and collects statistics on all issues escalated to the HRTS team, providing daily, weekly, and monthly analysis of all identified trends.
• Created and documented process for dispatching all escalated HR issues to team members, using Remedy queries and reports exported into Excel.
• Actively works with out-sourced first-level support to improve the ticket content quality. Participates in cross-functional, international conference calls and meetings.
• Performs route-cause analysis, recommends process improvement and identifies potential problems before they occur.

• Developed a customer support organization, providing exceptional customer satisfaction, establishing communications with key partners, reporting critical information to engineering and executives, relative to marketing campaigns and software reliability.
• Created, developed, and managed project for external field test of early software release providing analysis and recommendations to engineering.
• Established customer response procedures and actively participated in direct marketing campaigns, providing customer feedback to assist in the decision making process.
• Directed the development and continuous enhancement of web and automated customer support technologies.

• Was recruited to develop internal support Help Desk and LAN Support team for state of the art software developer.
• Identified customization requirements and promoted implementation of a centralized call tracking system.
• Hired and trained staff, developed company-wide policies and procedures for internal support, and established relationships with escalation resource groups.
• Established Technical Leads for the Help Desk and LAN Support teams, developed Point of Contact roles to encourage staff development, maintained statistics, and measured team effectiveness.
• Mentored staff to advancement and have achieved a 66 retention rate within SmartSoft.

• Provided technical expertise for PC Integration products in both pre-sales and post-sales support.
• Managed local program for early evaluation of pre-released PATHWORKS products.
• Performed on-site customer evaluation of PATHWORKS and electronic mail products.
• Organized teams that developed and delivered integrated tradeshow demonstrations.
• Trained internal sales and sales support on suite of integration products, and served as liaison between customers and product development.
• Earned merit award for providing strategic sales support.

• Designed, maintained, and upgraded PC integration segment of the Solution Center for the Western United States customer showcase.
• Designed, developed, promoted, and delivered seminars at the ACT facility, customer sites, and hotel sites.
• Developed and delivered customized scenario demonstrations that addressed specific customer integration and proof-of-concept requirements. Industries included aerospace, state & local governments, semiconductor manufacturing, legal, and medical.
• Provided Product Information Disclosures to strategic customers and insured that key local vendors, Apple and Microsoft, had the latest products installed at local customer demonstration centers.
• Awarded Software Excellence for key participation in complex customer opportunities.

• Monterey Peninsula Junior College - Monterey, California
  AS Degree in Data Processing
• Fresno State University - Fresno, California
  BS Degree in Marketing
  Minor in Business Administration
• Digital Equipment Corporation - Palo Alto, CA
  Completed course on HTML
  Certified Professional web-development ??
• Microsoft University - Santa Clara, CA
  Completed course on Microsoft NT
• PeopleSoft University - Pleasanton, CA
  Completed course on JAVA programming
• Digital Equipment Corporation - Boston, MA
  Completed several courses in Network Integration and Sales Support
• Organized and participated in 90-minute weekly training sessions which include Oracle, SQL, PeopleTools, single-user database demos, PeopleSoft production database troubleshooting, TCP/IP, NT4, and web-applications.
• Completed Support Services Symposiums sessions on Service Level Agreements, Staff Development and Retention, Avoiding Burnout, and Understanding Statistics.
• Participated in a "Riders" workshop, which addressed challenges for women in leadership roles. Attended Best Practices in Call Center Management and local Help Desk Institute "Hot Topics" sessions.

Up

OBJECTIVE

• Expert knowledge of current Microsoft operation systems, Office Suite and custom/in-house software packages and direct recent experience supporting such systems in a corporate environment. Basic knowledge of client side Novell NetWare & Windows NT/2000/XP Workstation and Server, Exchange server, SMS, Lotus Notes, Remedy/McAfee/Support Magic help desk clients and corresponding management consoles. Demonstrated ability to quickly learn new software and technologies.
• 6 years Help Desk work experience. Excellent time management skills. Ability to handle multiple projects concurrently and respond positively to sudden changes in priorities. Strong problem resolution, decision-making and analytical skills. Good leadership skills along with project management. Excellent technical support and customer service skills. Demonstrated experience resolving conflicts and problems in a professional, tactful way. Undergraduate pre-law studies at Princeton University. Former Top Secret military intelligence specialist in the United States Air Force.

• Remedy/ McAfee/ Support Magic help desk clients.
• Windows XP/ 2000/ NT/ 95.
• DOS.
• Office XP/ 2000/ 97/ 95 Access, PowerPoint, Word, Excel, Publisher, FrontPage.
• WordPerfect.
• Lotus Smart Suite.
• Lotus Notes.
• Norton/ McAfee antivirus.
• Internet Explorer and Netscape.
• Exchange and Outlook.
• Windows Networking.
• RAS.
• DUN.
• TCP/IP.
• DHCP.
• Novell Netware.
• Ghost.

• Delivery of expert help desk technical support and professional call center customer service.
• Internal team building and leadership.
• End-user training.
• Special projects including customization of desktop/ laptop hardware and software.

• US Department of the Treasury/ Office of the Comptroller of the Currency
• US Department of Health and Human Services/ National Institutes of Health
• World Bank Group/ International Finance Corporation
• US Department of Labor
• US Department of Agriculture
• Step Entertainment Television
• Dowson's Guide
• Qualimed Plans For Health
• Mulidge and Soffin Industries
• Zittlich-Tupedo

Up

• 3 years of professional computer repair & support, and 2 years of LAN/WAN Networking experience. Very experienced in a wide variety of software packages, including Microsoft Excel, Microsoft Word, Microsoft Outlook, Norton Utilities/Norton SystemWorks, as well as PeopleSoft Vantive/CRM Client.
• Basic experience with HTML and Java Script.
• Wide variety of Operating Systems such as Windows 3.1/3.11, 95/98, Windows 2000 Server and Professional, Windows XP Professional, Windows 2000 IIS, MS DOS, PC-DOS, RedHat Linux 6.0-7.2 Extensive knowledge of the OSI 7-Layer model as well as a variety of networking protocols such as TCP/IP, IPX/SPX, NetBEUI, WINS, DNS, DHCP, HTTP, FTP, SSL.
• Well experienced in multiple Dial-Up and Broadband technologies such as ISDN 56k & 128k, IDSL, ADSL, SDSL, T1, T3, OC-12, and OC-48.
• Installation experience with RJ-45 and RJ-11 cabling. Very familiar with TELCO technologies such as F-1 Cables, F-2 Cables, Loaded and Unloaded Pairs, etc.
• Familiarity with look and feel of Redback user interface and commands.
• Installation experience with 10/100 BaseT Fast Ethernet hubs, switches, and routers, as well as deployment and configuration of ADSL bridges and routers.

• Collaboration with vendor and internal management to maintain healthy business relationships. Resolving escalated ticket for problems that exists on a vendor s network.
• Cooperative troubleshooting with the vendors to resolve these issues in a timely manner.
• Work with and have knowledge of the Project Life Cycles and how they are modified to fit business needs.
• Making outbound calls to customers pertaining to the high-speed product line i.e. xDSL technologies
• Utilization of Telco resources to resolve hardware and provisioning issues.
• Identification, troubleshooting and resolution of multiple customer-affecting issues in relations to these technologies.

• Working billing reconciliation projects that were designed to help EarthLink become profitable and gain more financial strength by finding out where money is going that it shouldn t be and resolving those issues.
• This also includes working xDSL orders that are in a Jeopardy status with the respective vendor, analyzing what needs to be done in order to correct the issue and keep the order moving ; and act on this to insure that the xDSL orders were up and running in less than 30 days.
• Worked alongside Broadband Management in special projects that were assigned to us by them on a weekly basis, to help EarthLink in the actual operations process of xDSL and other Broadband products.
• Worked with vendors for line delivery failure processes and installation failure processes and provided these vendors with all of the information that they may need in order to get the failures turned into happy resolutions.
• Collecting data and creating spreadsheets with information for submission or research by vendor management and/or internal management.
• Managing 1-2 projects at a particular time, and assigning out the tasks as necessary for these projects.

• Responsible for providing telephone support and troubleshooting to end-users using various web-based UNIX commands such as grep, ping, traceroute, and nslookup. Utilized the user database via telnet into a Sun Solaris environment. Ranking at the top of my team; always excelling and aspiring to learn new things. Maintain average call statistics of 160 efficiency.
• Troubleshot a wide range of technical support issues and connectivity problems such as authentication, connection speed, connection quality, throughput, e-mail configuration, and loss of synchronization.
• Assisting customers with basic LAN setup and configuration by telephone.
• Troubleshooting and configuring popular e-mail clients and web browsers.

• Responsible for providing telephone support and e-mail support to our business customers with T-1, ISDN-128, ISDN-56, ADSL, SDSL, Frame Relay, and networked offices using a Web Ramp that has two internal 56k Dial-Up modems.
• Setup MX records and DNS pointer records using Windows 2000 IIS for our customer s hosted web sites.
• Setup new POP email accounts and edited existing POP mailbox configuration such as passwords, user names, etc. using iMail Server 6.0 by IpSwitch.
• Advised on the installation and setup of ADSL and ISDN routers such as the FlowPoint 144 IDSL router and the FlowPoint 2200 SDSL Router.

Up

OBJECTIVE

• Member of a 3-person dedicated deployment team assigned to migrate 600+ Windows 95 users from existing Pentium-class PCs with Office 97 to Pentium 4, 1.4Ghtz Gateway Desktop and Pentium III Gateway Laptop PCs with Windows 2000 and Office XP
• Utilized Norton Ghost 6.0 to install primary image, followed by Microsoft SMS implementation for deployment of several custom user application packages; built single or multiple user profiles and migrated user desktop settings and networking preferences from Windows 95 to Windows 2000 environment
• Worked directly with end users, supervisors, and IS staff to capture, preserve and migrate user-specific environmental settings from existing systems to new systems, ensuring a smooth, accurate, and timely transition
• Designed and implemented migration tools to streamline and increase the efficiency of daily migration tasks
• Researched configuration challenges and software conflicts with applicable vendors to ensure compatibility with legacy systems
• Accomplished all assigned tasks on or ahead of schedule, enabling the project to be completed successfully within the allotted time period and budget while maintaining the highest level of end user satisfaction
• Project Lead for post migration surplus PC Auction Triaged 70 PIII PCs and prepared them for an internal company auction; wiped existing proprietary data from hard disk drives, tested hardware and repaired as needed, loaded Operating System from OEM Recovery CDs, bundled PC with keyboard/mouse/power cable, OS License and recovery disk, shrink-wrapped and inventoried systems Special Project Management for Software Licensing Compliance/Audit Used MS SMS to query and populate a SQL Database containing Licensing Information for over 600 Desktop and Laptop Systems, Qualified data by using several alternative data collection sources including 3rd party software, Hands-on verification and Remote Auditing of all licensed software to ensure legal compliance

• Network connectivity troubleshooting TCP/IP 10/100BaseT network and Wireless using Cisco and Bay Networks Routers Supporting both Desktop and Laptop PCs using standard PCI, PCMCIA and Wireless NICs
• MS Outlook 97/2000/2002 MS Exchange Server configuration, trouble-shooting and on-site user training
• Support and configure the full MS Office 97/2000/2002 Office Suite
• Support and configure Visio Standard, Technical and Enterprise Editions
• Support and configure MS Project 2000
• Install and configure network and local laser/dot matrix printers using Windows NT/2K TCP/IP Print Services supporting HP, Toshiba and Tektronix b/w and color printers, Barcode and Label printers
• Install and configure Dell desktop and laptop PCs using Windows 95, 98, NT 4.0 SP6a , 2000 Professional SP2 , and NT4.0 Server operating systems via direct installation and by using PQDI and Norton Ghost
• Install and configure all standard PC peripherals PCI, PCMCIA, PS2, Serial, Parallel, USB, FireWire, & SCSI Scanners, Cameras, Digital Plotters, High-End Imaging equipment, Memory Sticks, Zip/Jazz/Tape/External Hard Drives, Card Scanners, Barcode Scanner/Reader Software, etc.
• Special Projects Coordinator for remote sites
• Operate in a highly secure environment in coordination with County Civil Service employees, Local, State and Federal Law Enforcement Officials
• Responsible for planning, documenting, and implementing special projects that require immediate and timely execution with extremely low margins of error
• Manage peer teams of 1-5 personnel to accomplish short and long term projects in accordance with guidance from management, project requirements and target objectives
• Communicate effectively with peers, superiors and subordinates to ensure management intent, compliance with project directives and overall success of the project
• Document and track the status of the project s milestones, challenges, and alternative resolutions to provide management with useful and accurate operational data

• Network connectivity troubleshooting TCP/IP 10/100BaseT network using Cisco and Cabletron Routers Supporting both Desktop and Laptop PCs using standard 10/100BaseT PCI and PCMCIA NICs from 3Com, Xircom, and Viking as well as internal and external modems from 3Com, Xircom, Conexant, Zoom and others
• Remote access configuration for desktop and laptop PCs using Windows Dial-up Networking, Nortel Extranet Access Client VPN , and direct VPN network access via Cable and DSL dedicated connections
• Lotus Notes R5 5.0.7 installation, configuration, and on-site user training, including both network and local database replication/synchronization and multi-user workgroup shared database configurations

• Palm Device installation and configuration using Palm Desktop software, EasySync 4.0, and Lotus Conduit for EasySync 3.0a to synchronize the Palm Desktop with Lotus Notes as well as CardScan Software
• Install and configure network and local printers using Windows NT print queues and TCP/IP protocol supporting HP, Lexmark, Toshiba and Tektronix b/w and color printers Install and configure Compaq desktop and Dell laptop PCs using Windows 95, 98, NT 4.0 SP6a , 2000 Professional SP2 , 2000 Server operating systems via direct installation and by using Norton Ghost
• Install and configure all standard PC peripherals PCI, PCMCIA, PS2, Serial, Parallel, USB, FireWire, & SCSI Scanners, Cameras, Digital Plotters, High-End Imaging equipment, Memory Sticks, Zip/Jazz/Tape/External Hard Drives, Card Scanners, Barcode Scanner/Reader Software, etc.

• Global McAfee ePolicy Orchestrator EPO Administrator responsible for US based and International sites for Mindspeed Technologies supporting over 1500 users Worldwide Typical tasks include: Administrate Enterprise Level McAfee Antivirus Policy utilizing McAfee EPO Administrator 1.0 PC nodes utilize McAfee Antivirus V4.5 while Server nodes utilize McAfee NetShield
• Configure and monitor all enterprise Antivirus operations, schedule virus detection sweeps, and develop safe enterprise local network and RAS computing policies
• Design and manage custom remote site and home user McAfee Antivirus Installation CDs with detailed end-user instructions and schedule for manual and automated DAT file update procedures Coordinate with McAfee Prime Support when new Viruses are discovered and quarantined within the enterprise
• Primary Knowledge Base Author for Desktop Support Department Documentation Typical tasks include: Detailed installation and configuration instructions with screen captures and step-by-step procedures
• Documenting proprietary and environment-specific workarounds or fixes
• Develop and maintain technical support procedural FAQ and Knowledge Base Databases
• Coordinate with various key department personnel for new software/hardware product roll-outs or recalls

• Special projects management Domain Migration for company spin-off, Corporate Virus Rapid Response Team & Disaster Recovery

• Primary In-house Technical Staff for PC Support and Configuration Small Private Company 20 employees
• Regularly Installed and Upgraded MS Windows, MS Office 2000, MS Outlook 2000, and Netscape Software
• Mastery of MS Windows 9x/NT, MS Office 2000 Usage and Configuration
• Anti-virus, Network/Internet Security Configuration and Consulting
• HTML Web Material Design and Creation Using MS FrontPage and Macromedia Dreamweaver 2
• Mass Data Storage RAID System Configuration, Consulting, and Technological Research

• Marketing Management via Internet, Multimedia and Printed Materials
• Development of Website Design and Function, HTML E-mail Design and Mass Mailing to Client Database
• Desktop publishing, Technical Manual Proofreading and Editing, Technical Product Datasheet
• Design, Inter-office and Client-Side Forms Design and Creation Using Adobe Photoshop, Illustrator, Acrobat, and MS Office

• Primarily Telephonic Helpdesk Software and Hardware Technical Support Some Hands-on Support Configured and Repaired PC Based Networks of Various Topologies TCP/IP & Netbui 10BaseT
• Specialized in Peripheral Devices Printers, Scanners, Digital Video, External Storage Media IDE & SCSI
• Windows NT Server, NT Workstation and Novel Netware Peer-to-Peer Networking
• Proprietary Software Configuration, Windows OS Configuration, MS Access Database Management and Repair
• Used PC Anywhere, Carbon Copy 32 and Dial-up Networking to Upgrade, and Troubleshoot Technical Issues
• Prioritized, Triaged, and Escalated Support and Helpdesk Calls/E-mails/Faxes/Web Form Submissions to Ensure the Fastest Processing and Most Efficient Support Possible

• Maintained Corporate Knowledge Base for my Specialty Peripherals Frequently Asked Questions FAQ Database that was Accessible via Internet and Fax-back Services
• Wrote a Test for my Specialty that is Still Used by the Company Today for Technician Training and Certification

• Created and Managed a Depot-level Technical Support/Maintenance Control Program for Over 200+ Tactical Computers and Associated Peripherals
• Regularly Managed, Maintained, and Utilized Combat Vehicles and Equipment Valued in Excess of 1.5 Million with 0 Loss or Damage Received Favorable Evaluations and Awards for Excellence in the Line of Duty
• Directly Supervised a Fire Direction Control FDC Team of 8 Personnel: Two Subordinate Sergeants and Six Lower Enlisted Soldiers
• Evaluated the Job Performance, Ethics, Decision Making Ability, and Career Progression of Subordinates on a Monthly and Quarterly Basis Through Formal Counseling, Professional Development, Coaching and Mentoring
• Obtained Secret Clearance and was Responsible for Handling Classified Equipment and Information Developed, Implemented, and Evaluated Training Plans and Tactical Practice Exercises for a Field Artillery Battalion of Over 300 Personnel
• Specialized in Directing and Managing Army External Training Programs

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OBJECTIVE

• Resourceful computer technician with an extensive record of support in technical systems and services, installation, troubleshooting, repair and configuration of software and hardware, workstations, servers, and interfaces.
• Accomplished professional skilled in network design, engineering, customer support, and administration.
• Hands-on skills in various LAN/WAN platforms, Ethernet and Token Ring topologies, and the TCP/IP protocol.

• Provided desk side support replacing end of lease PCs on a 3-year cycle.
• Built systems from images utilizing Norton Ghost.
• Delivered, set up, and installed user requested software and hardware.

• Wired and installed business phone systems to EIA/TIA wiring standards and practices.
• Installed, maintained, and repaired analog/digital phone systems, and the PSTN.

• Assisted mainframe operations with tape library management and off-line storage.

• Performed data entry using PPS and MaintainIT software under Windows NT.

• Maintained data using ACT! 2000 and Great Plains Dynamics accounting software.
• Created rental and sales spreadsheets to automate sales data and quoting process for customers in the construction and heavy machinery industry.

• Provided 1st level help desk support and technical advice to a customer base of 35,000+ world-wide users of the On Demand and ShopKey automotive repair diagnostic software.
• Performed software/hardware troubleshooting of PC, Windows NT and Cytrix systems.

• Provided customer support and technical advice to a client base of over 1,000 users.
• Assisted in implementing proprietary security mechanisms on customer software.
• Maintained in-house computers, including hardware/software upgrades, backups, and repairs.
• Programmed custom software developed for in-house use; maintained Access database for tracking.
• Designed, implemented, and maintained company Intranet utilizing 12+ stations in a star topology.
• Created custom length networking cables; built and repaired computers.
• Assisted in packaging and shipping systems via UPS automated mechanisms and FedEx.

• MS Office Suite DOS 5.x, 6.x Windows all versions QuickLink Procomm Plus
• ACT!2000 Great Plains Dynamics WordPerfect Lotus Quicken On Demand
• ShopKey Brock S.M.A.R.T. Pennywise Cytrix Medical Manager Norton Utilities
• PCAnywhere Spinrite Textbridge Telemate Winfax Faxpress MaintainIt

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CAREER PROFILE

• Strong hands-on and leadership experience in system deployment, onsite and offsite support, product demonstrations, client interface, and user training.
• Experience testing, troubleshooting, and documenting hardware and software problems.
• Experience working with product development teams and contributing to software requirements gathering and specification.
• Solid experience supporting server-based and carrier-class advanced messaging suites on Windows and UNIX platforms.
• Experience installing, configuring, and administering Solaris and Windows systems including Exchange and Lotus Notes; system security and network design experience.

• Managed technical support for several major US Wireless service providers. Served as primary point of contact, managed service level agreements SLAs , monitored compliance with SLAs, and reviewed and approved escalations for 25 support engineers.
• Analyzed inbound network trouble reports; used strong UNIX and hardware troubleshooting skills to isolate problems and generate Root Cause Analysis reports.
• Supervised onsite and offsite repairs and installation of fixes. Assured that software fixes were delivered in-line with support contracts for assigned accounts.
• Assessed hardware, software, and design troubleshooting procedures. Contributed to the knowledgebase by evaluating and approving updates to troubleshooting SOPs.

• Supported pilot projects at customer locations. Managed the distribution of beta releases. Interfaced with customers on a daily basis. Researched, designed, and developed application control scripts for all beta customers.
• Prepared detailed reports on issues, instabilities, and features requested inbound marketing.
• Served as integral member of the advanced messaging platform product development team.
• Contributed to improvement of the graphical user interface and other features. Many recommendations made it into the final product.
• Contributed to design and implementation of Acceptance Test Plans ATPs for application feature sets using network & telephony equipment T1, IVR, voice, switch simulators, etc. for both lab and production systems.
• Tested all release candidates for functionality and fulfillment of customer specifications.
• Assisted transition from beta to production; liaised between beta and production teams.
• Deployed all production advanced messaging systems sold.
• Established security policies, and created users, roles, and profiles for new deployments.
• Supported the marketing team at several trade shows including SuperComm.
• Received "Sales and Marketing Award for Excellence" for devotion to the development, pilot release, deployment, and support of the new IP messaging product.

• Reproduced, tracked, and resolved customer reported system failures. Conducted tests in a simulated customer network environment and created detailed reports. Identified and examined uncompiled C++/Java code to enable resolution of system failures.
• Verified consistency of release documentation with current build of software.
• Ensured proper operation of all demo-in-a-box trial systems prior to shipping to domestic and overseas locations.
• Built and managed a test environment consisting of MS Exchange, Lotus Domino, various SMTP based servers, and switch simulators for use in controlled testing.
• Installed and maintained internal departmental Web server.

• Networking: DHCP, DNS, WINS, TCP/IP, SNMP, HTTP, FTP, LDAP, SSL, TCP/IP, Cisco IOS, HP OpenView, Microsoft Exchange, Lotus SmartSuite, Optus FacSys
• Operating Systems: FreeBSD, AIX, HP-UX, Solaris 2.5, 2.6, & 7 , SunOS, Linux, MS Windows NT/2000/9x, UNIX Shell Scripting ksh, csh, Bourne Shell
• Languages: HTML, Unix Shell Programming, TCL, telephony IVR scripting
• Databases: Oracle 7.x, 8
• Hardware: Sun Ultra 5 Workstations, Cisco routers and switches, Compaq Servers, Dell Servers, Integrating IDE, ISA, PCI, SCSI and USB peripherals in an x86 environment
• Software: Homesite, Photoshop, Sound Forge, Microsoft Office Word, Excel, Project, PowerPoint, Outlook , Visio, Remedy
• Training: Cisco ICND, February 2000

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Summary

• Contract responsibilities included extensive user support in a Windows 2000/AS400 environment using Windows NT, Novell, MS Exchange, SMS, Norton Anti-Virus Corporate Edition and other enterprise software platforms.
• Helped manage network of over 1,000 Micron PCs including hardware and O/S upgrades.
• Augmented MIS staff with new PC installations, IP network printing, and troubleshooting.
• Coordinated internal moves with Office Services and Telecom then physically moved users.
• Assisted MIS staff with SMS installations including package creation and deployment.

• Sell and manage customer contracts including network backbone installations, network equipment installation and configuration, and computer installation/support.
• Sell and build custom computer solutions and network installations CAT5.
• Maintained infrastructure including NT 4.0, RAS, MS Exchange and Novell 3.11.
• Created infrastructure for 16-station predictive dialer system.
• Managed all computing for mortgage brokerage including servers, clients and training.
• Installed DSL routers, hubs, and connected multiple PCs LAN to internet.

• Provide front line sales support for software engineering projects including forming strategic alliances, finding development partners throughout the entire sales cycle.
• Helped manage network of 50+ servers and workstations and Cisco VPN solution.
• Responsible for acquiring new customers, maintaining accounts, and customer service.
• Acted as liaison between the customer, engineering, and creative services department.
• Assisted engineering with website planning, scheduling, and documentation.

• Provide customer sales solutions for PC and Unix based environments. Products included, computer hardware Workstations and peripherals , software, and network devices. Responsible for hardware and software support including PC and network installation.
• Managed CAT5 network installation project for 3 story executive suites building.
• Responsible for demand creation, lead generation, and sales contracts.
• Worked extensively with customers and vendors to coordinate price and delivery.

• Provide technical sales support for Xerox Channels Group including pre-sales installation, problem escalation, and customer relations.
• Installed Xerox network printers BW & color in heterogeneous network environments.
• Provide solutions for problems involving network topologies, servers, and applications.
• Engaged with engineering to duplicate documented problems and provide resolution.
• Gained experience working in a "virtual office" and "outside sales" environment.

• WAN and LAN administration for over 2000 Pc s, MAC s, network peripherals, and servers involving both domestic and international locations.
• Responsible for remote sales office WAN/LAN Networking and desktop support.
• NT implementation for application, file, backup and print serving in remote locations.
• Managed sales force transition from Mac to PC including hardware and application training.
• Responsible for enterprise-wide Windows NT network including Remote Access.
• Designed and Implemented Network and PC support plan for Rockwell CS Fab 7.
• Networked remote sales offices for Windows NT, SAP, and E-Mail Lotus Notes.

• Design and implement network solutions connecting multiple networks, host computers, and network clients involving a wide range of protocols and media.
• Responsible for Microsoft Mail administration including Pc, MAC, and SMTP gateways.
• Administrator for U/B network and Xerox voice mail system.
• Responsible for DEC network, terminal servers, printers, and servers.
• Connected over 400 Pc s to Ethernet network for access to DEC, HP, and IBM hosts.

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OBJECTIVE

• Windows NT 4.0 system support
• Windows 95/98
• Windows NT user account management
• PC hardware configuration
• PC Helpdesk phone support
• Telephone Technical Support
• Windows 2000 system support
• On site desktop support

• Provide technical support by phone for end users for Quantum s Snap!Server product line.
• Position requires troubleshooting skills relating to Windows NT and 2000, Novell, Apple and Unix network environments.
• Prepare detailed case notes for case history or engineering escalations.
• Train new technicians by allowing them to, first, listen in on my incoming calls and then listening to them handle the calls providing background assistance if needed, then a short critique of the call.
• Interface with engineering on case escalations to resolve cases that needed to be escalated to engineering for review or resolution.

• Answer questions and perform trouble shooting with customers over the telephone.
• Send reviews back to First Point of Contact technicians to facilitate faster over the phone resolutions.
• Troubleshoot Windows NT and Windows 2000 Hewlett Packard workstations and Windows 95/98, Windows NT 4.0 and Windows 2000 Hewlett Packard laptops for customers using information supplied by Remedy problem tracking software.
• Build Windows NT 4.0 and Windows 2000 workstations from disks and configure for TCP/IP network using DHCP to assign addresses.

• Install, maintain and Troubleshoot Windows NT 4.0 workstations and Windows 98 laptop computers.
• Resolve trouble cases for end users according to data supplied by Vantive problem tracking application and telephone contact with customer.
• Coordinate with customer time to resolve case in a timely manner and update customer on the progress on any active cases.
• Follow up with customer after resolution of their case.
• Worked as part of the NT Migration team setting up new NT Workstations using unattended installation program from a network boot disk and installing new operating systems using previously imaged hard drives.

• Install, maintain and troubleshoot workstations on a Local Area Network.
• Manage user accounts on a Windows NT server. Manage Exchange 4.0 server and MS Outlook client email suite.
• Coordinate with outside vendors the installation of a new telephone system and new Category five-network backbone.
• Perform nightly network backups using tape devices.

• Test disk drives to ensure product reliability.
• Interact with engineers to facilitate necessary changes in project flow with minimal delay.
• Program thermal chambers to run required thermal test cycles.
• Upon completion of project, gather and submit test data to engineer for project report.

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SUMMARY

• Managed the complete operations of the Help Center supporting 1200 Internal Employees as well as Hardware Support for 500 PC s in 4 different locations, all Company Copiers, Fax Machines, Barcode Equipment, Cisco and Intermec Wireless LAN Equipment, and Printers.
• Project Manager for PC transition from aging IBM s to HP Vectra s. Installed 500 PC s in Sacramento, Modesto, Salem, OR and Kona, Hawaii with an average downtime of 20 minutes per station.
• Project Manager for the conversion from Windows 3.11 and 95 in a Novell Network Environment, to Windows NT Server and Workstation.
• Project Manager for the conversion from Lotus Suite to Microsoft Office 2000.
• Project Manager for the conversion from Lotus cc:Mail to Microsoft Exchange and Outlook 2000.
• Project Manager for the installation of a new Point-of-Sale system for Blue Diamond Retail Stores at three locations.
• Heat Programmer and Administrator- Developed Customer Complaint Tracking System and Help Desk Call Tracking System using Front Range s Heat Call Center Tracking System Software.

• Supported over 500 users in an AS400 and Novell Network environment.
• Analyzed user requirements to determine equipment needs.
• Configured and installed all PC and network equipment.
• Installed and administrated HP JetDirect Software.
• Troubleshoot all network connectivity problems.
• Member of an SPC implementation team working on a 500,000 project to increase productivity in the manufacturing operation.

• Managed the complete computer operations of four office locations including the installation and administration of a Novell network environment.
• Maintained and repaired all computer equipment and peripherals with the responsibility of answering all trouble calls, keeping up with technology changes and making purchasing decisions.
• Provided technical training to applicants including Surface Mount and Thru-Hole Soldering Techniques and Basic Assembly Techniques.
• Managed financial programs and database including Accounts Receivable, Accounts Payable, General Ledger and Payroll.

• Managed the complete start-up of the training department and the overall direction and function of this department. Coordinated training for over 200 employees.
• Managed the Total Quality Management effort.
• Achieved Productivity and Quality Improvements in three major areas of operations.
• Developed and administrated a Pay for Knowledge compensation program which included developing blocks of instruction and writing all exams for this program.
• Developed the company s New Hire Orientation program and presented this information to all new hire employees.
• Supervised the transition to self-managed work teams by developing team building and process improvement training along with facilitating these teams.
• Coordinated ISO 9000 certification effort by setting up steering committee and facilitating various ISO 9000 workgroups.
• Acted in the capacity of assistant Employee Relations Manager.

• Defect Analysis on Hewlett-Packard 1000 and 9000 Multi-user systems.
• Maintaining and troubleshooting software and hardware on Hewlett-Packard 3065 and 3070 automatic test stations.
• Troubleshooting and repairing 286, 386, and 486 microprocessor based computer systems.
• Using schematics to isolate failures to the component level.
• Maintained the highest average daily output of repaired assemblies.
• Developed parts inventory procedure to reduce excess inventory and automatically order parts to replenish bins.
• Created test documentation for over 60 assemblies and then successfully transferred these assemblies to another division.

• Managed the maintenance, repair, and operation of an Electronic Countermeasure Radar Repair Center with 21 employees under my supervision.
• Managed the only Electronic Countermeasure Radar system in Strategic Air Command to go from two unsatisfactory evaluations to two excellent evaluations in a 6-month period of time.
• Developed a complete step-by-step training program for this repair center.
• Reduced backlog of open work orders from 300 to 0 in a 6-month period.
• Responsible for the complete training of all individuals under my supervision.

• Maintain, troubleshoot, repair, and operate Precision Bomb Scoring and Electronic Countermeasure Radar systems.
• One of only five technicians in Strategic Air Command to have the capabilities and skills to repair and operate all seven different systems.
• Only Senior Airman in Strategic Air Command to manage a Quality Control Department.

• Team Leadership and Facilitation
• Total Quality Management
• Statistical Process Control
• Process Improvement
• Excellent written and verbal communication skills and have worked in many culturally diversified environments.
• Proficient in the use of: DOS, OS/2, Windows 3.11, Windows 95, 98, Windows NT, Windows 2000, Novell 3.12, 4.1, MS Office 97, 2000, MS Exchange/Outlook, Citrix/Terminal Server, Front Range s Heat, HP Openview, Lotus Suite, cc:Mail, Peoplesoft, Kronos, ACT, PC Anywhere, Paradox, Cyma Systems Accounting and Payroll software.
• Ability to administrate Windows 3.11, Windows 95, 98, Windows NT, Front Range s Heat, Novell 3.12 and 4.1.

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OBJECTIVE

• Help Desk Certified by the Help Desk Institute.
• Developed in-house teaching materials for training new personnel in Advanced Help Desk, telephone techniques, helpdesk procedures, and customer service.
• Trained in development and use of Seagate s Crystal Reports.
• Trained as an administrator and system implementation specialist on CA/UNICENTER Advanced Help Desk. Have only to take the test to receive certification in this area.
• Skilled knowledge manager, including organizing, authoring, and maintaining knowledge bases.
• Experienced instructor in numerous software packages and hardware systems having had experience writing training materials and teaching classes at all levels of expertise.
• Excellent telephone skills, able to assist and instruct computer users of all levels.
• Proficient in Windows NT, 3.x, 95, 98, 2000, and XP; also M/S Office 95, 97, 2000 & XP, Novell 4.x and 5.x, Microsoft Outlook, Novell GroupWise & ManageWise, Visio, dBase, Internet Explorer 2.x 6.x, and many other software packages.

• Provided first and second level support of company s products for clients in the 28 state Midwest region, conducting customer training, troubleshooting, upgrades, new installs, and handling all customer service and technical issues for clients.
• This position involves extensive travel to maintain the highest standard of service.
• Working independently this position requires a self-starter; set my own schedule, make all travel arrangements.
• I performed whatever work or service may be required to keep clients productive in the fast-paced world of stock trades where seconds mean money made or lost.
• Worked with DOS, WINNT, 98, 2000, XP, SQL 6.5 & 7.0, MSDE, H/W, S/W, & telecommunications issues.

• Started, developed, and managed Support Desk, call center and knowledge base for Saint Mary s Health Network who outsourced IT management to Daou Systems, Inc.
• Established procedures in accordance with industry best practices.
• Designed team structure, hired and trained staff for a help desk that serves over 3000 computer users.
• Staff training and development increased first contact close rate to 80.
• Responsible for all aspects of help desk/call center operation, staff training and customer service.
• Developed help desk metrics to benchmark individual and team performance, staffing needs and customer satisfaction.
• Developed training materials for teaching new personnel.
• Developed and maintained budget.
• Established knowledge paradigm and procedures for the development of a knowledge base using Knowlix.
• Responsible for call center design, Meridian ACD system, implemented Symposium for call center management, SIMON for distributed call center information.
• Also responsible for the implementation of Computer Associate s Unicenter Advanced Help Desk, and served as system administrator for this powerful helpdesk tool.
• Advanced Help Desk was the tool selected to replace both Support Magic and Remedy. Handled data migration from old systems into AHD and test-to-live cut-over.

• Responsible for building and leading a team to handle all levels of support throughout the 16-hospital Health Midwest system, including PCs, WAN, LAN, interfaces, hardware, software, and dedicated healthcare systems based on DOS, Windows and UNIX.
• Transitioned service format from an 8/5 to a 24/7 Help Desk call center supporting over 18,000 computer users in two states in a Windows, Novell, Unix, A/S400 environment.
• Hired staff, maintained budget, and conducted staff performance reviews.
• Also served as implementation project manager as well as system administrator for SQL based HEAT helpdesk call tracking system and Meridian ACD.

• Received Help Desk Certification from the Help Desk Institute in 1999.
• Numerous publication credits of non-fiction articles, primarily in the customer service area.
• Active speaker and author on helpdesk and customer service topics.
• Invited to be part of the consulting committee developing knowledge management practices and policies for Homeland Security.
• On the Dean s List at DeVry Institute of Technology for five of seven terms.

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Certifications

• Receive, process, analyze, assign personnel to, and resolve all support issues submitted to Information Systems from over 700 users at 14 locations across eastern North Carolina, South Carolina and Virginia.
• Record issues using LBE helpdesk software.
• Administer Windows NT and 2000 network.
• Support Dell personal computers and IBM laptop computers running Windows NT and 2000.
• Administer user profiles, print queues and system messages on AS/400.
• Evaluate software for potential corporate use, especially Windows XP.

• Provide first level support to corporate Internet service and hosted server customers.
• Process incoming requests via phone or email for technical support from corporate customers.
• Record all issues using Remedy Action Request software and Filemaker Pro database software.
• Monitor network and server status using InterMapper Internet Mapping and SNMP Monitoring software.
• Administer Windows NT, Windows 2000 and UNIX on either HP NetServers or Sun Microsystems servers.
• Connect remotely to servers using VNC, pcANYWHERE, Windows 2000 Terminal Server, or SSH for UNIX.
• Administer web server services using IIS for Windows and Apache Web Server for UNIX.
• Coordinate DNS changes between customers and Utenzi network engineers.
• Coordinate troubleshooting and repair of ISDN, DSL, Frame Relay and T1 connections between customers, Utenzi engineers, and access providers.
• Administer corporate emails accounts hosted by Utenzi using InterMail PostOffice Edition mail server.

• Provide primary first level support for 57 telephone representatives at Glaxo Wellcome s Customer Response Center, running Windows NT Workstation 4.0 on Dell computers.
• Service both hardware and software for systems. Primary support for TCS SeriesFive workforce management software for call centers.
• Primary support for Telecorp ACD performance reporting software for call centers.
• First level support for Beacon call center representative interface, using Visual Basic and Java.
• First level backup for I Physician Net Video Conferencing system.
• First level backup for Genesys Telecommunications software products.
• Configure and roll out new systems.
• Document procedures and publish them to the CRC s internal website.
• Record all issues using Remedy Action Request software.
• Coordinate with second level support to resolve escalated issues.
• Participated in testing of Chameleon Systems Change Coordination Software.

• Provide level one support to all First Citizens Bank associates.
• Research and perform problem-solving activities on all operation on-line systems in use at AllStar Bank.
• Respond to requests for information from bank associates.
• Keep current on bank operations and the systems and/or applications used to automate FCB banking operations and their impact on the customers.
• Identify and classify hardware and software issues on systems running Microsoft Operating Systems and Extra! for Windows 95/NT 3250 Emulator.
• Document all troubleshooting and/or problem resolution actions.
• Coordinate with Network Computing and bank associates on identifying and correcting data communication problems using CICS and Netview mainframe diagnostic tools.
• Determine priority of and escalate unresolved problems to second level support.
• Work with other FCB support groups, including Network Computing and Systems Management, to determine problems, develop solutions and resolve customer issues.
• Assure a maximum level of customer service and quality control on all activities.
• Serve as Group Lead to the hardware group for Help Desk Representative I s.
• Provide initial support for the bank s Data Warehouse support activities.

• Provided complete customer support for all personal computer systems, both hardware and software, for 20+ users.
• Initial install of AS/400-Microsoft Network, involving the install of Category 5 network cabling in building, removing twinax network cards and installing Ethernet network cards, installing appropriate network protocols on existing Windows for Workgroups 3.11 workstations or installing new Windows 95 workstations, and resolving conflicts between AS/400 protocols and Windows Networking.
• Responsible for various business-critical operations involving an IBM AS/400 mainframe computer, including daily tape backups, scheduling print jobs, and running reports and queries. Designed and implemented company web site located at http://www.somewhere.com.

• Member of team responsible for the conversion of nuclear power plant procedures from WordPerfect for DOS to MS Word 6.0.
• Directly responsible for the development of multiple MS Word macros for the conversion of procedures.

• Evaluated needs and purchased equipment for computer systems.
• Installed both hardware and software required for systems.
• Responsible for creating client database for better management of membership services.
• Lead initiative to design and implement a company web site and other multimedia projects.

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OBJECTIVE

• Identify and prepare test data.
• Maintain test facilities.
• Execute and evaluate test results and make pass/fail determinations.
• Maintain test case libraries, test environments and an inventory of automated tools.
• Maintain version control on test equipment and related documentation.
• Consult on the use of test facilities and automated test tools and procedures.
• Review and validate functional and technical specifications.
• Test new software releases and report any problems with the new release or conflicts with other software or operating systems.
• Troubleshoot errors that have been reported by recreating the exact hardware/software environment in which they occurred.

• Hub and UPS installation for IS&T
• Windows 2000 Rollout for IS&T
• PC Consultant at Wildflower Inc.
• PC Consultant at Living Reporting

• performing software and hardware upgrades and installations,
• technical writing on all aspects of the software,
• workstations and paper machine upgrades,
• including graphics creation for the booklets,
• planning,
• coordinating,
• performing the training for the end-user, this includes assisting in the creation and support of the online CBT s.

• Fulfilling network and application requests and assisting internal employees with technical troubleshooting including identification, resolution, escalation, referral, and follow-up with PC, network and application issues.
• Software installations include Lotus Notes 4.5, MS Office, 95 , 97 and 2000, NT Workstation 4.0, Windows9X, Adobe Illustrator, and Adobe PhotoShop.
• CBT support for end users.
• Software startup support for end users.
• Y2K testing for the Champion Product Tracking System.
• Redesign of NMS. Donohue Industries Product Tracking System.
• Key Player in the training and implementation of the Majiq product tracking system that is currently being used today.

• I determine training needs by administering performance analysis, then interview SME s and managers to obtain and develop information used to create storyboards that are submitted for review.
• On approval these storyboards are used to develop the final products, which are learning guides, job-aids, troubleshooting manuals as well as training aids such as agendas, overheads, hand-outs and pre/post assessments which are used to determine the level of knowledge achieved.
• I have worked on several projects where my involvement included learning software so that I could develop training material and job-aids, which were used in training end users, and then supporting the startup.
• Develop and edit graphics that are used in the creation of training material using Adobe Photoshop and Adobe Illustrator.
• I create and maintain reports that are requested by management and operation personnel as well as continually update training manuals to meet OSHA requirements, which include graphical representation of the procedures to be performed in training and also for safety issues.

• As the number 7 Training Coordinator, I planned, scheduled, aided in the development and support of the interactive computer based training material; which included; media, programming, technical writing, and curriculum development to implementation. This included the video, graphics, voice-overs and student records.
• Facilitated training steering team meetings, coordinated Technical Writer and subject matter expert interaction and performed Dacum task analysis.
• I reported employee training to management via written reports, spreadsheet analysis and presentations.
• Duties include Curriculum Development; coordinating resources for the development of training materials, evaluating effectiveness of training, facilitation of Training Steering Team meetings, coordinate training with outside vendors.

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